ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

E-mail the Requester
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Sending a response to the requester is required when a new request is received. Also, when a
technician is ready to close a request, the same can be notified to the requester so that if the
requester has any concerns about the same, he/she can raise. The technician can then address the
same and close the request after the requester is completely satisfied with the way his/her request
has been attended to.
To respond to the requester,
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Request tab in the header pane.
3. Select the Title of the request in the requests list page.
4. In the Request details page, click Reply button just below the description of the request.
Alternatively, you can reply to the requester from Reply drop down -> Reply. The Mail to the
Requester form pops up.
5. The To field is pre-populated with the email id of the requester. If you wish to send the same
information to more than one person then enter the email IDs of those people in the CC field
with comma as a separator.
6. Edit the Subject of the request, if required.
7. You can reply to a request using the Reply Template configured under the Admin section.
Select the Reply Template from the drop down list.
8. Click Attach File button to add files as attachments to the mail.
9. Click Send to send the email to the requester. You can save the email and send it later to the
requester by clicking Save. The email is saved as draft, in the request details page, above the
title of the request along with Send for review and Delete button. To send the draft for review
to the concern authority, click Send for review. A pop up as shown below appears,
ZOHO Corp. 100